Wise An update on our Customer Agreement Email template Text version
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Hello ARNOLD,
We’re updating our Customer Agreement with you.
On 7 October 2024, the rules for[reimbursing victims of fraud changed](https://api.wise.com/v1/notification-flow/messages/25b2b66c-6abe-3d05-93f3-e71879910050/deliveries/25cefd8b-a677-47e0-a99c-5a41f372121c/linkClicks?name=scamReimbursement&link=aHR0cHM6Ly93aXNlLmNvbS9oZWxwL2FydGljbGVzLzRtMmJZdjNlWlNERE84NENwQnMwVXgvaS13YXMtc2NhbW1lZC1vdXQtb2YtZ2JwLWZyb20tbXktd2lzZS1hY2NvdW50&hash=8377999BDEBC56FB30C0328AAF5111B49A4C6A16164D7ACF4706BEE44DC972CC), so we’ve updated our Customer Agreement to reflect this. We’ve also clarified the ways Wise can recover money that customers owe us, and how our Direct Debit feature works. Our[updated Customer Agreement](https://api.wise.com/v1/notification-flow/messages/25b2b66c-6abe-3d05-93f3-e71879910050/deliveries/25cefd8b-a677-47e0-a99c-5a41f372121c/linkClicks?name=Faq&link=aHR0cHM6Ly93aXNlLmNvbS9nYi9sZWdhbC90ZXJtcy1vZi11c2UtcGVyc29uYWw&hash=0BA3EEE58688C50AE379C8069D196F74D8B41AB45D41AB2BE3115DF5DB346B8B)will automatically come into effect in 60 days — there’s nothing you need to do. By continuing to use our services after this date, you’re agreeing to the updates. Here’s what will have changed:
Reimbursement if things go wrong
An APP scam is when criminals trick you into sending money to their bank account by pretending to be someone else, or by misleading you about the purpose of the payment. If you lose money from your Wise account to a scam like this, you may be eligible for a reimbursement of up to 85,000 GBP. To be eligible, the transaction must have happened after 7 October 2024, needs to be a GBP to GBP transfer and be made using local payment methods such as Faster Payments Service (FPS) or CHAPS.
[Learn more about scams and how to avoid them.](https://api.wise.com/v1/notification-flow/messages/25b2b66c-6abe-3d05-93f3-e71879910050/deliveries/25cefd8b-a677-47e0-a99c-5a41f372121c/linkClicks?name=avoidScam&link=aHR0cDovL3dpc2UuY29tL3Jhc2E&hash=BAEDF44D27498CED431B1D0A0AB983A3B66097D27C88774C1C753DC6000E40C0)
Direct Debit feature
We have updated the way we describe how our Direct Debit feature works making it clearer and more accurate.
The ways Wise can recover loss
If you owe us money, we may need to find ways to collect it. This could include using a debt collection agency or taking legal action.
If you have any questions, please[get in touch](https://api.wise.com/v1/notification-flow/messages/25b2b66c-6abe-3d05-93f3-e71879910050/deliveries/25cefd8b-a677-47e0-a99c-5a41f372121c/linkClicks?name=contactForm&link=aHR0cHM6Ly93aXNlLmNvbS9oZWxwL2NvbnRhY3Q&hash=154473D6780F371EB56E45AEB5AFE23D4BF4EE33691F92C2CA2FED9F3776B82A).
Thanks,
The Wise team
Want to change what we get in touch about? Go to yourNotification Settings. We can’t receive replies to this email address. But if you’d like some support, please visit ourHelp Centre.
This email was sent to you by Wise. By using our services, you agree to ourcustomer agreements.All investment services are provided by Wise’s subsidiaries which are authorised and regulated to provide investment services. If you hold a Jar or an account under Assets, any communication about this will be fromrepresentatives of the relevant investment entity. All investment services are provided by the respective WiseAssets entityin your location.© Wise 2025. All rights reserved.This email template was created using Pagenflow's email template builder. Please note that Wise as an entity was not involved in the creation, design, or distribution of this template.
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